Logistics Management: Warehousing Customer Service Material Handling
Logistics Management: Warehousing Customer Service Material Handling
Logistics Management: Warehousing Customer Service Material Handling
Warehousing
Customer Service
Material Handling
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Topic 1 : WAREHOUSING
DEFINITION
A warehouse is a commercial building for storage
of goods. Warehouses are used by
manufacturers, importers, exporters,
wholesalers, transport businesses, customs, etc.
They are usually large plain buildings in
industrial parts of towns. They come equipped
with loading docks to load and unload trucks; or
sometimes are loaded directly from railways,
airports, or seaports.
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TYPES OF WAREHOUSES
1. Private Warehousing
2. Public Warehousing
3. Contract Warehousing
Private Warehousing
A firm producing or owning the goods owns private warehouses. The
goods are stored until they are delivered to a retail outlet or sold.
Public Warehousing
A public warehouse rents space to individuals or firm needing
storage, some provide wide array of services
Contract Warehousing
Contract warehousing is a specialized form of public warehousing.
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FUNCTIONS OF WAREHOUSES
The warehousing functionality today is much more than the
traditional function of storage.
The following are main function that warehousing serves today:
1. Consolidation
2. Break Bulk
3. Cross Docking
4. Product Mixing
5. Stock Piling
6. Postponement
7. Positioning
8. Assortment
9. Decoupling
10. Safety Stocking
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Advantages of Warehousing
• Availability of services
• Land cost
• Availability of transport linkages for example, to a
rail siding
• Availability of utilities of water and power
• Taxes and insurance cost
• Expansion space availability
• And soil strength and lay off land for drainage. 6
SIZE OF WAREHOUSE
Some of the most important factors affecting the
size of warehouse are;
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Processes and IT
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Fire Fighting Facilities
The following are the Fire
Fighting Facilities:
Portable Fire Extinguishers
Foam - 14 Nos. (10kg capacity)
Foam - 7 Nos. (50kg capacity)
Fire Buckets
For each godown - 6 Nos.(total 42 Nos.)
Hydrant System
The system consists of Hydrant points - 7 Nos.
Hydrant hoses - 7 Nos.
Hydrant water storage - 3.75 lakh lits capacity
Hydrant pump - 1700lpm at 7 bar head, working on D.G.
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Topic 2 : Customer Service
Definition:
There are 7 qualities of customer care that will take a business from the great product or
service to the great company;
1. Accessibility
2. Availability
3. Affability
4. Agreeability
5. Accountability
6. Adaptability
7. Ability 15
7 qualities of customer care
1. Accessibility: It starts by making it easy for your customer to do
business with you.
2. Availability: Make sure that your business hours are compatible
with your clients/customers needs.
3. Affability: This will help ensure your customers get the treatment
they deserve.
4. Agreeability:
show the customer that you are doing everything possible to
accommodate them.
5. Accountability: Take ownership of your customer’s needs and
issues.
6. Adaptability: Your customers’ desires are constantly changing.
Make sure that you keep up.
7. Ability: Customers will be far more willing to accept that you are not
perfect.
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Attributes of World-Class Customer
Service Associates
Empowered
Friendly
Quick
Efficient
Eager to please and
Caring
Optimistic
Good listener
Poised
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Self-Managed Attributes
• Knowledgeable
Competent
Understand
customers
Attentive
Speak clearly
Honest and Fair
Problem solvers
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Basic rules about customer service
Honesty is the Best Policy. Integrity – Be honest and
own up to your mistakes.
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Scope Of Service in Logistics
Air Freight Shipment
Sea Freight Shipment
Customs Clearance
Door to Door Service
Project Cargo
Warehousing
Pick and Pack
Trucking and Domestic Service
EDI ( Electronic Data Interchange )
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Topic 3 : MATERIAL HANDLING
Definition:
Material handling may be defined as. “the art
and science of movement, handling and storage
of materials during different stages of
manufacturing considered as materials flow
into, through and away from the plant”.
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Material handling takes place at following stages :
unloading at goods inwards stores.
loading on to an internal transport.
movement to stores for the purpose of storage.
movement from stores to place of use.
movement to and from inspection bays.
movement to and from finished goods stores.
movement to and from dispatch department.
loading of packed materials on to external transport.
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Objectives of Materials Handling
Speed and economy in movement of
materials
Minimization of cost of material handling.
Prevention of damages to material.
Safety in material handling ( i.e. prevention
of accidents).
Minimisation of fatigue and drudgery.
Greater utilisation of material handling
equipment.
Good housekeeping.
Efficient storekeeping.
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Factors to be considered in analyzing a
material handling problem are :
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Considering the above characteristics, materials handling
equipment may be grouped as under :
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Principles of Material Handling
Planning Principle Operating Principle Equipment Principle Costing Principle General Principle
Flow of Materials
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Symptoms of poor material handling
Production losses due to delays in
trucking, handling and supplying
materials to the point of use.
Frequent cases of material damages
in handling.
Over crowded floor areas with blank
overhead space.
Large number of unskilled contract
labour to handle materials.
Frequent breakdowns of material
handling equipment.
Bad housekeeping. 30
CIPLA _ Patalganga plant
PLANT PROFILE
Patalganga industrial area is
situated on the left bank of
river Patalganga, which is 10
km from Mumbai-Pune National Highway
Plant was established in 1982,the fourth major
factory just outside Mumbai.
Around 250 employees work in the plant
The plant follows standard operating
procedures(SOP’s) strictly.
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Typical Steps For Handling Of Materials From The
Supplier To Dispensary At Cipla
Supplier
Delivery
Quarantine (under test)
Accept/Reject
Collation
Transfer
Computer Operation
Transfer to storage area
Production Demand/indent
Computer Operation
Transfer
Dispense
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The Mass Mixer
The Mass Mixer Machine is
basically mixing a assembly
wherein the mixing stirrer is
in horizontal position in the
container & have a single
speed, simple rotation.
Multi mill
We offer multi mill that is a
self contained portable unit
useful for high speed
granulating, pulverizing,
mixing, shredding and
chopping, etc.,
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Thank You…
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